Social Media ROI Essentials: Measuring What Really Matters

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1 Social Media ROI Essentials: Measuring What Really Matters Maria Saltz Sr. Manager, Social Media Analytics

2 The Real Value of Your Social Followers Customers that engage with brands on Social Media Stronger purchase intent: % 60 more likely to purchase from a brand Greater actual spend: % ~40 more money spent than other customers Deeper emotional commitment: 33 points higher NPS score - Bain Research, Adobe Systems Incorporated. All Rights Reserved.

3 Social Contribution to Business Value talent acquisition product innovation amplify PR, AR, IR sales support Social Media Value social marketing social support Social ROI community engagement brand reputation market research

4 Social Media Value measurable and attributable difficult to measure or unknown

5 Social Contribution to Business Objectives Awareness Dialog / Conversation Share of Voice / Influence Sentiment and Reputation Engagement Reach PR and Communications Marketing / Direct Revenue Revenue, Subscriptions Leads Social Campaign ROI Market Research Search Optimization Product Innovation Marketing and Ecomm. Innovation and R&D Topic Trends Ratings & Reviews Sentiment New features from community Customer Service and Support Support Measurement Call Volume Resolution Rate Resolution Time CSAT Score 2012 Adobe Systems Incorporated. All Rights Reserved.

6 Tips for Setting Up An Effective Measurement Strategy Approach should be: Business Objectives Goals KPIs Metrics Targets Limit your KPIs to 3. Other metrics may be used, but 3 KEY ones. Must be relevant, clear, and actionable Factors influencing subtle KPI variations: business strategy market share market position product mix business model management team 2012 Adobe Systems Incorporated. All Rights Reserved.

7 Aligning Key Performance Indicators to Business Success Business Objective Awareness KPI 1 KPI 2 KPI 3 KPI 4 KPI 5 Social Community Growth Share of Voice Volume of conversations, reach % of positive, negative and neutral sentiment Unique conversation contributors Engagement % of community interacting with content Interactions per follower Content virality and velocity Likes, re-tweets, shares, mentions, etc. Campaign #hashtag use Lead Generation Cost per lead from social channels RFI submissions through social Qualified sales leads from social Reach within target audience # of white paper downloads Demand Gen/ Conversion Revenue and Trial downloads through tracked links Cost per acquisition Conversion rates and average order value from social Revenue attribution for key influencers On-site product reviews influence on conversion rates Customer Support Cost savings (call deflection) Avg. time to issue resolution Change in sentiment around support issue Number of issues resolved Issue resolution rate per agent Advocacy Number of active advocates Volume of conversations driven by advocates % of brand communication driven by advocates Influence score and reach of advocates Revenue attributable to advocates Product Innovation Number of product ideas submitted Number of ideas included in product development Number of bugs reported and fixed Size of community providing product feedback Engagement rates in product forums 2012 Adobe Systems Incorporated. All Rights Reserved.

8 Social Media KPIs Dashboard 2012 Adobe Systems Incorporated. All Rights Reserved.

9 Comparing Social Campaigns to other Marketing Channels Social Right Attribution Model is the one that answers your Business Question.

10 What is the value of a Social Campaign? Facebook Post Visit Website Convert Why: Measure Campaign ROI on owned channels Understand how Social is performing compared to other media How: Use Campaign Codes in the URLs for each post Social or Web Analytics tools track traffic and conversion from Social content 2012 Adobe Systems Incorporated. All Rights Reserved.

11 Social Campaign Analysis Compare Campaign Effectiveness Identify best performing content 2012 Adobe Systems Incorporated. All Rights Reserved.

12 What is a long-term impact of Social Media engagement? Visit Website Later Convert Why: Understand impact of Visitors that have engaged with Social content (owned or earned) How: Segment out Site Visitors that have been referred by Social sites or campaigns any time in the past

13 21-Apr 26-Apr 1-May 6-May 11-May 16-May 21-May 26-May 31-May 5-Jun 10-Jun 15-Jun 20-Jun 25-Jun 21-Apr 26-Apr 1-May 6-May 11-May 16-May 21-May 26-May 31-May 5-Jun 10-Jun 15-Jun 20-Jun 25-Jun Measuring Social Impact on Site Traffic & New Subscriptions 9% of traffic to Product Pages from Social Visitors (more than 12% during AdobeMAX Conference and Ship Announcement) 40,000 30,000 20,000 10,000 Visits to Product Pages from Social AdobeMAX Ship Pre-announce 15% 10% 5% 3.4X pre-announce volume 0 0% Visits to Prod Pages by Social Visitors % of Total Visits 6.5% of new Subscriptions by Social Visitors (more than 8% during AdobeMAX Conference and Ship Announcement) 2X pre-announce volume New Subscriptions from Social Pre-announce AdobeMAX Ship 10% 5% 0% CCM Subscriptions by Social Visitors % of Total

14 Key Takeaways Define Business Objectives and Goals Determine 2-3 KPIs that show business impact Set targets Use supporting metrics to drill down into Why? Set up tracking to answer specific business questions

15

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